SUMMARY

The Patient Communication Specialist (PCS) is the first point of contact for the patients, the public, and other entities communicating with Mountain Park Health Center. The PCS is responsible for answering contacts from inbound phone calls, text messages, and chat and documenting those contacts using the appropriate computer system.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receives and processes multiple incoming contacts.

• Greets patients and directs them to appropriate person/department to answer their reason for call.

• Sets patient appointments to meet with their Primary Care Provider or care team at one of our 10 clinic locations in accordance with provider and/or department requirements.

• Assists new patients in registering with Mountain Park Health Center.

• Verifies patient demographics and insurance information, and updates changes as needed.
• Cancels/reschedules appointments as requested by patients. Updates appointment schedules through computer systems.
• Takes complete and accurate messages. Documents all communication through the appropriate computer system.

• Ensures calls from outside Clinics/Doctor’s offices reach the correct department for call resolution.

• Responds to general questions and inquiries.

• Provides support to patients by connecting with the On-Call Providers as necessary.

• Conducts patient outreach as needed

• Uses, protects, and discloses Mountain Park Health Center patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Observes and respects the confidentiality of patient, visitor, and employee information at all times.

• Promotes positive patient/guest relation in accordance with MPHC policies, providing a high level of quality in personal attention and service to patients, the public, and co-workers.

• Consistently exhibits behavior and communication skills that demonstrate Mountain Park Health Center’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Maintains collaborative relationships with patients to helps support and identify additional ways to be of service and ensure the customer is satisfied.
• Works in conjunction with care teams across the MPHC organization.
• Complies with MPHC Safety Policies and Procedures. Maintains familiarity with and abide by all established facility and departmental policies and procedures.
• Conducts themselves in a manner consistent with the Mission Statement and Values of MPHC.

Please Note:

This position will be eligible for work from home after the initial training period is completed and is dependent on your ability to meet performance objectives.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

• High school diploma, G.E.D. or equivalent.

Experience/Knowledge/Skills

Minimum

• Strong customer service skills and professional demeanor

• 6 months Call Center experience preferred

Preferred

• Experience using Call Center software such as CRM or Telephony systems.
• Experience in medical reception or healthcare
• Familiarity with performance metrics
• Ability to think critically in a high-volume work environment. Considering alternative solutions to patients
• Knowledge of medical terminology

LANGUAGE SKILLS

• English fluency is required

• Bilingual (Spanish/English or Somali/English) preferred.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

COMPUTER SKILLS

• Ability to complete daily tasks in a window based computer program.

• Basic keyboard skills.

• Ability to type 25 wpm.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to communicable diseases, toxic substances, medicinal preparations and other conditions common to a clinic environment. The noise level in the work environment is usually moderate.

Mountain Park Health Center (MPHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to all federal and state law, MPHC prohibits discrimination based on sexual orientation and gender identity. MPHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Our Guiding Principles

Mountain Park Health Center (MPHC) works with the communities it serves to
sustain and improve health by providing affordable primary care.

Mountain Park Health Center (MPHC) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to all federal and state law, MPHC prohibits discrimination based on sexual orientation and gender identity. MPHC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.